Nicole Frisenda

I supervised Taxpayer Services employees within the Individual Accounts Management department of the Internal Revenue Service, at the IR 0962 07 pay band. (Equivalent to GS-12)

• Communication: Built and maintained strong relationships with both internal teams and external partners using phone, email, video calls, and in-person meetings.
• Management: Applied a range of management strategies and industry best practices to optimize team productivity and resource use.
• Task Prioritization: Assessed priorities and delegated tasks—like training and monitoring staff—to meet specific service goals.
• Performance Reviews: Conducted regular performance evaluations and provided constructive feedback and coaching.
• Employee Development: Mentored team members and highlighted opportunities for career growth.
• Data Analysis: Collected and analyzed performance data to drive informed decisions at individual, team, and departmental levels. Tracked customer complaints and identified areas of improvement within the department.
• Technical Proficiency: Gained experience with various administrative and enterprise systems, including contact center solutions, staffing databases, SharePoint, Excel, and Cisco products.

Served as a work leader over employees working the customer service toll-free system to resolve issues and obtain information on tax administration.

Major duties included:

• Distributing and balancing workloads and assuring equitable distribution of workload among employees and timely accomplishment of assigned workloads.
• Amend or reject work that does not meet established standards.
• Act as a technical advisor and provide training and coaching as needed.
• Perform administrative duties in the absence of management, while still performing the duties of a regular contact representative, such as taking customer calls, and completing cases.

• Utilized excellent customer service relations and research skills to assist taxpayers over the phone.
• Adjusted tax accounts accordingly via oral or written requests.

• Key Holder and handled the banking/accounting office
• Customer Service Associate